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Estate management service standards
Medway Council’s estate management team prides itself on
ensuring that Medway Council tenants receive the best service
possible. Its role is to ensure tenants feel they are living in a
safe, community-based environment, and tackling anti-social
behaviour is a priority.
Estate managers are also responsible for making sure tenants
adhere to their tenancy conditions.
We will:
- go with you to view a property that you have been offered;
- provide you with a welcome pack and residents’ handbook and
fully explain your tenancy conditions when you sign up;
- respond to tenancy enquiries made by telephone within one
working day, to enquiries by email within five working days and to
written enquiries within 10 working days;
- tell you what you need to know about re-connecting gas and
electricity supplies;
- visit you after four weeks to ensure that you are settling into
your new home and answer any questions you may have;
- always try to arrange appointments that are suitable for you
and get to appointments on time. If we ever need to cancel an
appointment we give you one working day’s notice tell you why we
had to cancel and rearrange the appointment;
- investigate suspected abandoned properties within five working
days;
- provide information on pest control services;
- conduct estate inspections and inspect communal areas at least
every three months to ensure that they are safe and clean;
- visit you within two working days if you make a serious
anti-social behaviour or neighbourhood nuisance complaint. If
we do not think your complaint is urgent we will visit you within
10 working days;
- fully investigate any complaint or breach of tenancy agreement
within 10 working days and act appropriately;
- inform you what we plan to do about your complaint within two
working days of visiting you. We will not close a complaint until
we have spoken to the complainant;
- give you written notice of a decision regarding taking over a
tenancy within 10 working days;
- give you a written decision on any mutual exchange application
you make within 42 days of receiving it;
- reply to general enquiries on Right to Buy within five working
days and inform you of our decision on any Right to Buy application
you make within 28 calendar days of receiving it.
We will not carry out repairs for which we are
not responsible.
We expect you to:
- be on time for appointments and give us one working day’s
notice if you need to cancel or rearrange an appointment;
- inform us of any change in your family circumstances within 28
calendar days;
- maintain your property and garden to the standard set out in
your tenancy agreement;
- keep to the rules set out in your tenancy agreement and keep a
copy of the agreement in a safe place;
- respect your neighbours and their property;
- give us four weeks’ written notice if you wish to terminate
your tenancy;
- allow us to access your property for the annual gas safety
check.
We do not expect you to be verbally or
physically aggressive or threatening towards staff.
Go to the Housing
Service Standards: Estate Management leaflet on our
housing leaflets page.
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